1) Required to work off the clock. At the end of your shift you can be held on a chat or call with a customer for an undetermined amount of time, which means you cannot plan a life for after your shift is over without expecting the possibility to be late. You're told basically that it sucks to be you if you get a call late. Your options are to a) suck it up and do your job, or b) rush the client to try and get them off the phone faster. If you do that though you risk the negative feedback that will affect your scores and employment. The system is SUPPOSED to be set up to not allow you to work more than 40 hours in a week according to terms in the employment contract. However, that's obviously not the case, as if you go over each individual day you can still access the system and are required to conduct work as per your normal scheduled hours. So basically they are just not willing to ever pay you for more than 40 hours a week. Even though you may be working significantly more. But through loophole because they pay more than minimum wage they are legally allowed to require this working off the clock. Honestly, it's bs and shows a lack of care and respect for the employee.
2) Squad Leads are... to put it simply, less than trained. There is a need to promote the right people within the company and that is not happening. My current SL disappears for large amounts of time during the shift and is non-responsive when I need assistance. He uses nothing but buzz words to try and motivate the team without actually giving sound advice or mentorship.
3) There are perks to working for the company, but they mostly feel like they are there to distract you from the fact that other things are not there. They feel like they're meant to placate you from a bigger picture of what you're not getting.
4) Advancement opportunities seem bleak. You really can only transfer from one team to another based basically on what you want to choose to specialize in. Or god forbid you become a Squad Lead. Many people want to be "mentors" and get the chance to do the listening in to your calls and what have you, but they are doing it in an effort to not have to work themselves.
4) The mentality is very hipster. Which is trendy sure, but leaves a lot to be desired. They've grown too big too fast and are not properly managing the people they have.
5) New features are rolled out awkwardly and do not allow for older merchants who have been with the company to access new features that new clients can. Which creates an unnecessary strain on you as an agent to answer why.
6) Goals are given daily, weekly etc. That are hard to maintain. You can and will be penalized for not reaching and meeting these goals. The frustrating part is when you're being "coached" by an SL who really doesn't seem to be meeting the standards of what it takes to be an SL himself.
There are more cons, but I feel like.. honestly that's enough. I'm currently seeking other employment and would rather take a pay cut than to continue working with this company.
It should be noted. I'm good at the job. I just don't feel I am respected, treated fairly, or compensated fairly as an employee. So good or not, I won't continue and advise others against applying.
